Leader, Knowledge, Training and Communications - Sr Mgr, Contact Center

About us KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful. Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good. Leader Training, Knowledge & Communication, Sr Manager Contact Center About the role The Leader of Training, Knowledge & Communication is responsible for cultivating a culture of learning and implementing high-impact learning strategies to enhance business performance and accelerate associate development and engagement. This role will oversee the design, planning, implementation, and review of training, knowledge, and communication programs, ensuring alignment with the strategy and priorities of the Contact Center Shared Service organization supporting the KnitWell group of brands. The impact you can have Develop and manage the roadmap of learning, knowledge, and communication programs/solutions, that support ever evolving business needs and ties to the talent and development of the Contact Center Shared Service team members and leaders. Develop and implement knowledge management & communication strategies and processes to ensure efficient knowledge sharing, retrieval, and utilization across the shared service organization. Assist in project management of contact center initiatives to proactively determine needs, resources, and communication that impacts learning and development of contact center agents. Utilize and Grow Learning Management System that encourages continued engagement across the contact center. Use this technology to also define career paths and help provide agents with growth opportunities. Identify needs as well as manage all Training, Knowledge, and Communication Software/ Applications and vendor relationships. Responsible for benchmarking training standards and applications across the training, knowledge, and communication industries to make recommendations and define long term process improvements, enhancements, and yearly goals. Collaborate with senior functional leaders and people business partners to assess ongoing and future training, knowledge and communication needs as well as effectiveness of established programs. Oversee all training strategies including research, design, and material development ensuring such programs achieve objectives and align with business priorities. Lead, inspire and manage the training, knowledge, and communication team including hiring, onboarding, performance management, coaching, development and succession planning of talent. Stay current on learning practices, trends and technology; ensure team stays relevant. Own annual budget for the Contact Center Shared Service Training, Knowledge, and Communication organization. You’ll bring to the role Bachelor’s degree and/or 7+ years’ experience in training and content development. Knowledge of development and design of learning programs, instructional design, and learning technology In-depth understanding of traditional and modern training methods; experience with various methodologies for remote learning. Embraces curiosity and navigates ambiguity, leveraging curiosity to gain clarity and path forward. Values diverse perspectives and understands the importance of leveraging others unique experiences and skills to accomplish goals. Ability to be agile in a fast-paced environment, while leading others through change efforts. Ability to influence across all levels of the organization. Benefits You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies. Support for your individual development plus opportunities for career mobility within our family of brands. A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities. * Medical, dental, vision insurance & 401(K)* Employee Assistance Program (EAP) Time off – paid time off & holidays* *Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role. This position works in a hybrid model, with three days per week worked in the Etna Distribution Center office location in Pataskala, OH and two days per week worked remotely. NOTE: we are also open to considering a hybrid model from our Knoxville, TN location. Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position. #LI-MJ1 Location: Ascena Corp ETNA-ascena-Pataskala, OH 43062 Position Type: Regular/Full time Equal Employment Opportunity The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact [email protected]. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation.